Word-of-Mouth has its roots in developing trusted relationships with people so you feel no only comfortable, but obligated to refer or recommend someone. People don’t spread the word about organizations and people that are “mediocre” or “average” or “the norm.” No, they spread the word about those that are unique, honest, authentic, and trustworthy and have gone the extra mile to make their experience truly memorable and “referable.”
Ask yourself a simple question, “When my customers interact with us, are they left feeling passionate about the way they were treated to tell someone on their own?” If not, this is a great place to start looking at what you are doing to build “deeper” and stronger relationships with your primary “megaphone” – your customers.
Social media gives your customers the “megaphone” to say whatever they want to say through various tools, like facebook, twitter, blogs or a host of other tools. And you can’t do anything about it. They tell their friends, family, and virtually anyone that will listen. They just want to be heard.
Building trusted relationships is still in vogue – even more so today than ever before. Today, with the help of social media, they can simply tell their “followers” faster and in more volume than ever before. It’s our job, as business owners and leaders, to arm them with great experiences to blast over their megaphones. Experiences still lead to relationships – good or bad. But the customer is in control and it is their voice that the audience wants to hear and will believe.